Client Complaint Resolution Process

Zag Bank is committed to providing our valued clients with exceptional service. There may however, be situations that arise from time to time where you may feel you’ve been dealt with unfairly. Whatever the nature of your concern, we’ll treat it professionally, openly and courteously. As a valued client, this is what you expect, and deserve.

If you have a complaint about a Zag Bank product or service, our Complaint Handling Policy will ensure your complaint is addressed quickly and fairly.

The Process:

Step 1

If you have a problem or concern, tell us about your problem or concern in the way that is convenient for you. You may contact a Client Service Representative:

Step 2

If the Client Service Representative is not able to resolve your complaint to your satisfaction, a Manager will be happy to assist you.

Step 3

If you have attempted to resolve your issue through the first two steps and your concern remains unresolved, you may contact the Zag Bank Ombudsman by mail at 1950-11 King Street West, Toronto, ON, M5H 4C7 or via secure email by logging into your account or by email at ombudsman@zagbank.ca.

Third-party review

In most cases, if your complaint has not been resolved to your satisfaction, you can have it reviewed by an external agency. Below is a list of the external agencies available to you.

Ombudsman for Banking Services and Investments (OBSI)

An independent Ombudsman has been appointed to resolve most disputes between participating financial institutions and their clients if they can’t solve them on their own, such as mishandled accounts, misleading information or inappropriate advice. If you are not satisfied with our Ombudsman’s response, you can refer your complaint to the OBSI. You can also contact the OBSI if you have waited more than 90 days for a resolution after elevating your concern (Step 2). You may contact the OBSI at 416-287-2877 or toll-free at 1-888-451-4519 or by mail to Ombudsman for Banking Services and Investments, 401 Bay St., Suite 1505, P.O. Box 5, TORONTO, ONTARIO, M5H 2Y4 or through the OBSI Website at www.obsi.ca.

Financial Consumer Agency of Canada (FCAC)

The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws. For example, financial institutions must provide consumers with information about fees, interest rates and complaint-handling procedures. If you have a complaint regarding a potential violation of consumer protection law, you may, at any time, contact the FCAC in writing to Financial Consumer Agency of Canada, 6th Floor, Enterprise Building, and 427 Laurier Avenue West, OTTAWA, ONTARIO, K1R 1B9 or through its Website at www.fcac-acfc.gc.ca. Please note that the FCAC does not become involved in matters of rectification or compensation. All such requests must have followed the three-step process set out above.

Office of the Privacy Commissioner of Canada (OPC)

The OPC oversees compliance with the Personal Information Protection and Electronic Documents Act (PIPEDA), Canada’s private sector privacy law. Individuals have the right to complain at any time to the OPC about any alleged mishandling of their personal information under PIPEDA. You may contact the OPC toll-free at 1-800-282-1376 or by mail to Office of the Privacy Commissioner of Canada, 30 Victoria Street, GATINEAU, QUÉBEC, K1A 1H3 or through its Website at www.priv.gc.ca.

Residents of Quebec may also contact:

Autorité Des Marchés Financiers (AMF)

The Autorité des marchés financiers (AMF) is the body mandated by the government of Québec to regulate the province's financial markets and provide assistance to consumers of financial products and services. You may contact the AMF toll-free at 1.877.525.0337 or by mail to AUTORITÉ DES MARCHÉS FINANCIERS, Service du traitement des plaintes et de l’assistance, 800, square Victoria, 22e étage, C.P. 246, tour de la Bourse, Montréal, (Québec), H4Z 1G3 or consult the Consumers Home section of the AMF website at www.lautorite.qc.ca - Obtain help - File a complaint.